Refund policy

Refund & Returns Policy

This policy is in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Your Right To Cancel (14-Day Cooling-Off Period)

As an online retailer, we are required by law to give you a minimum of 14 days to cancel your order from the date you receive it — no reason needed. If you wish to cancel, notify us within 14 days of receiving your goods by emailing hello@elvora.co.uk. You then have a further 14 days to return the items to us. We will refund you within 14 days of receiving the returned goods, or within 14 days of you providing proof of postage — whichever is sooner. We will refund the standard delivery cost you paid. You are responsible for the cost of returning the goods.

Condition of Returned Items

Items must be returned unused, in their original packaging, and in the same condition as received. For hygiene reasons, we cannot accept returns of opened or used skincare products unless they are faulty.

Faulty or Incorrect Items — Consumer Rights Act 2015

If your item is faulty, not as described, or unfit for purpose, you have the following rights under the Consumer Rights Act 2015:

Within 30 days: You can request a full refund, repair, or replacement.
Within 6 months: We will repair or replace the item. If we cannot do so, you are entitled to a full or partial refund.
Within 6 years: You may be entitled to a partial refund if the fault was present at the time of purchase.

Exclusions

The following cannot be returned: gift cards, downloadable products, items that have been used or opened (unless faulty), and any product that has been personalised or custom-made.

Refund Processing

Refunds are issued to your original payment method within 14 days of us receiving your return. You will receive an email confirmation when your refund has been processed.

How To Return

Email getelvora@gmail.com with your order number, item(s) you wish to return, and reason. We will send you return instructions within 24 hours.